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Ah that old question… can I get an actual MINI loaner when my car is in for service or will I be stuck with the dreaded Toyota Echo again. Here's an interesting email I received the other day on that topic from someone who wished to remain anynomous:
“In a recent conversation with a MINI USA representative about poor dealer service, I was informed that the policy on loaner cars will soon change. I mentioned that my dealer wouldn't give me one since I didn't buy mine with them and I was told “that will be changing soon.” I am assuming that this is will go into effect for all dealers, not just mine.”
While it's hard to verify this information at this time it is somewhat apparent MINIUSA has a lot of unsatisfied customers when they drop off their cars for service. I think part of that is also due to housing MINI service centers within BMW ones. MINI owners see the BMW owners coming in and leaving in a brand new 325i for the day while we're many times stuck with a smoke filled Malibu or the aforementioned Echo.
Can MINIUSA actually do something about this? From my knowledge loaner cars are traditionally handled by individual dealers and their own expense. So it really may be wishful thinking to say that MINIUSA will be stepping in and providing all dealers with loaners for their customers. Granted the cars are substantially cheaper than even the lowest priced BMW but the costs associated with providing all dealers with these loaners would be staggering. But who knows – they've surprised us in the past. Of course this question becomes even more interesting when you take into account the recent rumor that some US BMW dealers (w/no MINI dealership attached) may also start servicing MINIs. I suppose time will be the judge of it all.
<p>I think we're all getting pretty spoiled when the quality of a loaner car becomes something to complain about. If it's clean, reliable, and gets me where I need to go, I'm happy. And I have no interest in seeing my service costs increase 10% so that BMW can institute some universal policy that every dealer can give out Mini loaners.</p>
<p>It's a zero-sum game folks. Every “freebie” costs us, sooner or later.</p>
<p>It's interesting that you bring this issue up. During my last visit at Motor City Mini, I was informed that they will start offering Mini loaners to those who have extended service times. At the current time, there will only be three Minis available, but this is a huge step in the right direction. I was unclear if this has been something available in the past, but the service manager told me it's up to the dealership to sign onto this option. It will be an additional cost to the dealer (almost like a rent). He also told me that not all dealerships will be participating. Of course I had to ask if they will all be CVT and he affirmed it, although they will be considering a few 5-speeds on the next “enhancement”. A CVT will sure beat the monthly “Enterprise” visit. (then again that's a whole seperate story)</p>
<p>Thanks for the info Ryan. Sounds as if this email might indeed be right on then. </p>
<p>It's interesting you mention the auto/manual question on the loaners – my closest BMW dealer just phased out all use of manuals in BMW loaners after realizing too many clutches were having to be replaced. They also have had one MINI loaner on call for about 6-8 months now. They only used it for <a href="https://www.motoringfile.com/?Y=2003&M=08&D=28&TitleID=RandomThoughtsOnMINILoaners"http://www.bridger.us/mini/?Y=2003&M=08&D=28&TitleID=RandomThoughtsOnMINILoaners">longterm service</a> or emergancy situations.</p>
<p>You are complaining about the quality of the loaner — I wish I had such a problem. The service desk at my local mini dealer doesn't answer the phone, or return messages. Service?</p>
<p>The last part of the artical is false about non MINI BMW dearlerships doing service work. I talked to MINI USA two days ago about how it is very unpractical it is to drive two hours for an oil change. I asked them what the problem was of providing at least one MINI tech at each BMW if not at least one with in a hours drive. Responce: “There is no plans in the future for service do to leagal and finacial reasons. However, some day it might be possible.” In other words we are not going to do it unless enough people complain.</p>
<p>I bought my Mini from Classic in Ohio in October. I was told there that some non-Mini dealerships would be servicing Minis in a few years. I wonder where the truth lies. Its a difference between a 5 minute drive and and hour plus.</p>
<p>The important thing to remember is person who heard that info was talking to someone not at customer service but higher up at MINIUSA. Who did you talk to? I would assume it may have been someone in customer relations. Unfortunately customer relations reps really don't know anymore than they're meant to know at any given time. Thus they don't know about future plans that are on the drawing board. Due to this can only pass along the standard line of “there are no plans for that at this time”. </p>
<p>While I'm not 100% sure this will happen myself I would not put my faith in something that a customer relations rep says – simply due to the fact that many times they're the last to know about such things. No offense to the customer service reps out there – but that's been my experience and I think many others as well.</p>
<p>My dealer, Lauderdale MINI in Ft Lauderdale, FL, recently acquired a “trio” of loaner MINI Coopers….1 CVT and two 5-speeds.</p>
<p>Unfortunately the last time I was there, the cars were being handed to BMW customers and the MINI customers were being assigned the customary smokey Cavaliers, Neons, Echos, et al from Enterprise Rent A Car.</p>
<p>Fortunately a new dedicated MINI service advisor was hired about a month or so ago and during a face to face conversation with him he stated that there were “radical” changes coming down the pipeline in terms of improving the quality of customer service for MINI owners. Lauderdale Imports has a pretty crowded service dept, made up mainly of BMWs. The good news is that half of the BMW service bays will be moved to another location beginning Dec 1st meaning that more MINI techs and more dedicated MINI service bays will be available to us MINI customers, thus improving the quality of service.</p>
<p>I also brought to his attention th efact that the 3 new MINI loaners were being handed to BMW customers and those BMW customers still had access to brand new 325i sedan loaners, which is blatantly unfair.</p>
<p>My dealer has always have a loaner policy in place and up to know has been given out cheap, smelly but fairly reliable free loaner vehicles from Enterprise.</p>
<p>The MINI is sold as a “Premium” product ($20K to $25K+ for a car equipped with a 1.6L engine is not certainly cheap) and as such deserves the quality of service that exceeds or surpasses that of pricier BMW products.</p>
<p>And folks, last but not least, dealers that refuse to give out loaners to MINI owners or those discriminate against MINI customers are doing a tremendous disservice to themselves and thier customers…it all boils down to attitude and who can give out the more $$$$ for servicing, which typically is BMW customers.</p>
<p>When I picked my car up at Checkered Flag last week, my MA mentioned they had 3 brand new service loaner CVT's as well.</p>
<p>I would be very gratefull if BMW dealers would at least do the oil changes as I am 2 hours away from the closest dealer but there are BMW dealers right in the area. Sure there are some MINI specific this to be checked at the service intervals but we are talking about the basic stuff here that any mechanic capable of morking on a BMW can pick up quite easily with minimal training. Even if I still had to take the car back to a MINI dealer for more in-depth service, that would be fine.</p>
<p>Even though they are not perfect, Roadshow MINI in Memphis has provided me with a demo MINI when I have come in for service. It may be the most basic MINI with no options but at least it had the 5-speed. They were very focused on getting 5's on every aspect of their service survey so maybe they decided to go the extra mile.
BTW Great site Gabe.</p>
<p>Thanks John!</p>
<p>Personally I'd be more than happy with a no option Cooper as my loaner. My wife was lucky enough to get our last loaner for a day. It was a thoroughly used Buick Lesabre. As she told me the steering was so light and there was so little road feel that she felt that on the verge of being out of control constantly. I suppose you could say that the experience does help customers better appreciate what they have in their MINIs.</p>
<p>I have never had a bad loaner experence with my dealer Towne MINI in Buffalo, NY.</p>
<p>My car has been in 5 time for small problems. Every time except the first I have been given a MINI loaner. The first time they rented a almost new Grand Am. The MINIs were all cvt's except the last one which was a gold 5 speed.</p>
<p>Jack</p>
<p>Loaner any loaner would be GREAT! MAG in Columbus does not provide any loaner at all. I did get a ride to my office but I was stuck there all day. That is my only complaint about them. Good people for sure but the dealer is 25 min. away.</p>
<p>I have been lucky so far in terms of loaners. The last time in I got a brand new Freelander. I prefer the MINI but I can find a way to enjoy almost any car</p>
<p>I also had a Freelander last year as a loaner. I found it to be the worst experience I've ever had with a new car… bar none. </p>
<p>By the time I gave it back one piece of the dash had come loose and another fell off 🙂 Sounds like you must have had quite a bit better luck with yours. I kept looking for ways to go off road but alas I live in Chicago. I did purposefully go over a curb once… I suppose that counts.</p>
<p>Purposefully travering a curb does not count as an offroad excursion UNLESS you make contact with naturally afforded elements, ie… grass/dirt! That being said, I believe in a perfect world, the dealerships would provide a exact replacement of our vehicle as a loaner. They are under no obligation to do so. In fact they are under no obligation to provide any sort of loaner. It is a courtesy of good customer service to be competitive in a demanding market. I considered my self fortunate that my dealer did provide a rental for my last service. And, of course, thank God it wasn't a Pontiac, to say the least.</p>
<p>The 2 times I had to leave my MINI for service were very different experiences. The “overnighter” found me driving a 3 year old Toyota Corolla from Enterprise. The “one week plus” put me in a new BMW 325 Xi with only a couple hundred miles. I think that what you get in a loaner depends on the amount of time your MINI is going to be out of service.</p>
<p>If MINI dealer charging the BMW service price, MINI should get same loaner car service like BMW.</p>
<p>I was told Rasmussen BMW in Portland, OR does not offer loans. Perhaps things will change for the better, but this was a large negative for me — coming away as a BMW owner who has always rec'd loaners from this dealers (book 3 weeks in advance).</p>
<p>We have been working on this Data Management System for Loaner car's for two years and it is finally done.</p>
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